The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations
A)delivery gap
B)standards gap
C)knowledge gap
D)service quality gap
E)communications gap

Question

Quizplus · Accepted Answer

The knowledge gap refers to the difference between what senior management believes customers expect and customers' actual needs and expectations. The delivery gap is the difference between what the company promises and what it actually delivers. The standards gap is the difference between what the company believes is the ideal service and the actual service it provides. The service quality gap refers to the gap between customers' expectations and their perception of the actual service provided. The communications gap occurs when there is a difference between what the company communicates to customers and what the customers actually receive or understand.

The ____________ Is the Difference Between What Senior Management Believes